Terms & Conditions

By entering into this agreement and availing our services, you affirm that you possess the authority to grant us permission to access and modify the premises where the requested services will be performed. In the event that you are contacting us on behalf of someone else or will not be present during the service execution, you acknowledge that your agreement is solely with us. Consequently, you accept full responsibility for any services rendered at your behest.

When you submit an enquiry to request a service from us, whether it is via telephone or online booking, there may be instances where we are unable to accommodate your request. We retain the right to decline or reject service requests due to factors such as supply shortages in your area, unavailability of representatives, or other circumstances beyond our control. Rest assured, we will promptly inform you if we are unable to fulfil your requested services, and you will not incur any charges for this inconvenience.

Our complimentary initial no-obligation quotations (subject to clause 4 below) are exclusively applicable to services categorised as new installations, excluding any repair or diagnostic services. To access a comprehensive list of fees/charges, kindly refer to contacting one of our customer service representatives. All quotations provided by our representatives remain valid for a period of 28 days, unless otherwise specified in writing by us.

If you receive a quote from our representatives via phone, online chat, email, or a form on our website, please note that these quotes are subject to change as we are unable to verify the accuracy of the information provided by you. We always strive to offer a fair and accurate provisional estimate. However, if the details you provide are incomplete, incorrect, or do not provide a complete picture of the required services, we cannot be held responsible for any discrepancies in the estimated cost before one of our representatives visits your location. All quotations are valid for 28 days unless otherwise agreed upon in writing at our discretion.

Our representatives will evaluate the requested service at your location and offer a free, fully written no-obligation quotation that will be valid for 28 days when you book our free initial quote service (subject to clause 3). Any necessary adjustments to the quote can be made before the start of the project.

We will make every effort to accommodate the designated time slots we provide to you. However, there may be instances where this is not feasible due to external factors such as failures from third parties, insufficient staff or contractors, or other circumstances beyond our control. While we will strive to inform you of any delays, we cannot be held responsible for any resulting losses, as long as we promptly notify you of the delay and attempt to arrange an alternative time slot.

We may not always be able to accurately evaluate the necessary services through our complimentary assessment. This could be attributed to technical issues that may not be immediately evident or other factors that are beyond our control. Rest assured, we will promptly inform you of any price adjustments and provide you with the option to pay for the work completed thus far if you choose not to proceed with the revised pricing structure.

Before booking the service, we will always provide you with a clear explanation of the hourly charge. Please note that there is no charge for our travel to your location. However, there is a minimum fixed charge of one hour that will always be applied, even if the service takes less than an hour to complete. After the first hour, any additional time will be calculated based on the same hourly rate. It's important to mention that the labour charge does not include any necessary parts or materials, which will be quoted separately by our representatives. For the most up-to-date rates, please contact our sales department.

If you fail to provide us with at least 24 hours' notice before cancelling any scheduled diagnostic or fault finding service, our representatives will not be able to arrange an alternative service for the allocated time. Consequently, you will be responsible for paying a minimum of one hour's fixed labour charge for this type of service if you do not give us sufficient notice.

Our fees may include reasonable charges accrued by our representatives, such as parking fees, congestion fees, and other reasonable fees of a similar nature. This typically applies to fixed-price services or diagnostic services, and we will always inform you in advance if these extra charges are applicable to the service you have selected.

We are unable to provide a guarantee regarding the quality of reception in your area or the reception received by our equipment or installation. The quality of reception is influenced by numerous factors beyond our control. Nevertheless, we will make every effort to ensure that the reception you receive is of the highest possible quality considering the local factors at the time of installation.

Upon completion of your service, you will be responsible for the payment of the service. Our representatives would have clarified this at the initial enquiry phase. We can accept payment via credit card, debit card, or cash. In the event that our representatives have to wait at your location for this payment, you will be charged based on the applicable hourly fee for the duration of their wait. We may, at our discretion, provide an alternative payment arrangement, but this will always be documented in writing. If we do not confirm any changes to the payment arrangement, it should be understood that payment is due upon completion of the service to our representatives.

We are able to consider matching or beating a written quotation from a similar company that offers the same service, but this will be at our discretion. In order for us to do so, the following conditions must be met:

(a) The competitor's quotation must have been issued to you by the third-party competitor no later than 28 days before the day you send it to us for matching or beating.

(b) The quotation you provide us must be in writing and must be legitimate.

(c) You must provide us with the competitor's quotation before we have provided any services to you.

(d) The quotation you present must accurately reflect the service you have requested us to provide.

An upfront charge of 50% will be applied for any parts, products, or materials that require ordering to carry out the required service. This charge must be paid before we proceed with the order. Once you have made a full payment, specialist parts ordered in this manner will be considered yours. However, please note that you will still be responsible for the remaining 50% fee. By placing an order for these parts, you agree to pay the full quoted amount as stated by our representatives. The parts will remain in our possession until full payment has been received.

Once you have made the full payment for goods such as parts, they will become your property. However, if you have not fully paid for the parts, they will remain our property. In the event that you refuse to make the full payment, we have the right to uninstall these goods after providing you with reasonable notice. Additionally, you will be responsible for the applicable hourly charge for the time spent by our representatives in two scenarios:

(a) The time spent delivering the service before you breach our agreement, which includes labour charges, parts charges, and goods charges if applicable.

(b) The time spent uninstalling the parts and obtaining payment or access to your premises.

If the parts or goods cannot be reinstalled or if any consumables were used during the service or de-installation that cannot be reused, you will be responsible for these additional costs as well. Furthermore, you will be held accountable for our reasonable legal costs incurred in retrieving these goods or parts, if applicable.

This policy does not apply to any parts that were not supplied by us. We cannot guarantee the reliability of third-party products, and our warranty is discretionary if you choose to use different parts or replacements recommended by our representatives. Additionally, this policy does not cover any investigation, diagnostic work, or repairs done on existing products that are not part of the service we provided. Our warranty is only valid if no third party has worked on the work we have done in the meantime. In such cases, our warranty will not apply. We may offer additional warranties on parts, materials, and products, but this is solely at our discretion and can only be fulfilled on the day the service is considered completed. Our warranty does not cover any factors beyond our control, such as natural disasters, fires, damages caused by third parties, or weather-related damage. It is important to note that this policy only applies to our warranty, and you may be eligible for a separate parts warranty from the manufacturer of the parts.

On the day that services are completed, we may provide the option to purchase a warranty that extends beyond 12 months for both parts and labour, if it is feasible to do so. However, this offer is only available on the day that services are completed and is subject to our discretion, based on the quality of service provided and the parts that have been installed. It is important to note that this warranty pertains solely to our services, and you may also be eligible for a separate parts warranty from the manufacturer of the respective parts.

Our 12-month warranty on labour will be provided solely at our discretion. If applicable to the service we have performed, this information will be clearly stated on your invoice, and explained in detail by our representatives.

(a) The reception quality and conditions may change due to factors beyond the control of the company. These factors include, but are not limited to, the construction of local buildings, presence of trees, maintenance of local transmitters, power outages, lightning strikes, strong winds, and other similar force majeure events;

(b) If winds exceed 50mph, movement or damage may occur;

(c) Interference can be caused by local radio hams, citizen band radio radar, electrical appliances, or any other transmitting frequencies;

(d) Any repairs, upgrades, or alterations performed by individuals other than our representatives may affect the reception;

(e) Receiving equipment may need to be retuned if there are changes in channel frequencies; or

(f) If the customer chooses to proceed with works against our representative's recommendations, such as installing an unsuitable aerial for the reception area, it may impact the reception quality.

In order to ensure a satisfactory experience for all our customers, we provide a 12-month warranty on labour and selected parts for new installations. However, we can only honour this warranty if you promptly notify us of any issues and grant us access to your premises for investigation. Once the problem is identified and if it is determined to be our fault, we will make the necessary repairs within a reasonable timeframe. It is important to note that this warranty will not apply if a third-party has been present on the premises after our installation, as it is difficult to ascertain whether the fault lies with them or with our representatives. Any call-outs that violate the terms of the warranty or where no fault is found upon our representative's visit will incur charges based on our standard hourly rates (with a minimum of one hour call-out charge applicable if we are not at fault). Please refer to our current rate list for up-to-date information (subject to change if a different rate is quoted during booking). If we are not at fault, any subsequent charges for parts will also be passed on to you if you request repair work that is unrelated to our initial service.

If you suspect that any damage has been caused to your property by our representatives, it is imperative that you contact us promptly. In order for us to address your complaint, it must be accompanied by a written description and supporting photographic evidence. Additionally, we require the opportunity to conduct an in-person investigation to assess the extent of the damage. Failure to allow us to investigate in person may result in us not being held liable, especially if you have involved third parties who cannot determine our responsibility in this matter. To rectify any damage caused, it is crucial that you notify us immediately and grant us access to your premises for investigation. Once the fault is identified and if it is determined to be our responsibility, we will make the necessary repairs within a reasonable timeframe. However, please note that if it is discovered that a third party has been present on the premises after our installation, we cannot definitively ascertain whether the fault lies with them or our representatives. In such cases, any call-out charges incurred due to no fault of our representatives will be billed at our standard hourly rates, with a minimum charge of one hour. For the most up-to-date rates, please contact us, as these may vary if a different rate was quoted to you at the time of booking.

In the event that we are unable to collect any outstanding payment from you, we will apply interest on the overdue amount. The interest rate will be 8% per annum above the Bank of England base rate, which may vary over time. This interest will accumulate on a daily basis starting from the due date until the actual payment date of the overdue amount, regardless of whether it is paid before or after a judgement is made. You are responsible for paying both the interest and the overdue amount in full.

In the event that circumstances beyond our control, such as traffic disruptions or third-party failures, cause a delay in providing our service, we will promptly notify you and make every effort to minimise the delay. While we will not provide compensation for the delay as long as we fulfil our obligations, if the delay is expected to be significant, you have the option to contact our customer service team to terminate the contract and receive a refund for any prepaid services that you have not yet received, minus any reasonable expenses we have already accrued.

In the event that we fail to adhere to these terms, we accept responsibility for any loss or damage you may incur as a direct consequence of our breach of contract or failure to exercise reasonable care and skill. However, we cannot be held accountable for any loss or damage that could not have been reasonably foreseen. Loss or damage is considered foreseeable if it is either obvious that it will occur or if both parties were aware of the possibility at the time the contract was formed, such as through discussions during the sales process.

We want to emphasise that we do not exclude or restrict our liability to you in any way if it would be unlawful to do so.

This includes liability for any death or personal injury caused by our negligence, the negligence of our employees, agents, or subcontractors; for any instances of fraud or fraudulent misrepresentation; for any breaches of your legal rights regarding the services, including the right to receive services that are accurately described, match the information we provided, and are delivered with reasonable skill and care; and for any defective services under the Consumer Protection Act 1987.

As a consumer, our services are exclusively provided to you for domestic and private use. However, if you choose to utilise our services for any commercial, business, or resale purpose, please be aware that our liability to you will be subject to the limitations outlined below.

Our liability is not limited or excluded in the following circumstances:

• Death or personal injury caused by our negligence, or the negligence of our employees, agents, or subcontractors.

• Fraud or fraudulent misrepresentation.

• Breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982.

• Any matter in respect of which it would be unlawful for us to exclude or restrict liability.

However, apart from the situations mentioned above, all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

We will not be held liable to you for any loss of profit or any indirect or consequential loss arising under or in connection with any contract between us, whether it be in contract, tort (including negligence), breach of statutory duty, or otherwise.

Furthermore, our total liability to you for all other losses arising under or in connection with any contract between us, whether it be in contract, tort (including negligence), breach of statutory duty, or otherwise, will be limited to the total sums paid by you for services under such contract.

For the majority of our services purchased online, via telephone, or at your doorstep, you are granted a 14-day period from the date of order confirmation to reconsider your purchase. However, please take note of the following conditions:

• Once a service has been completed, you forfeit the right to cancel it (and you will be responsible for payment of any services rendered up until the time of cancellation).

• It is not possible to cancel a same-day or urgent service, as our representatives would have already made arrangements to travel to your location. In such cases, any cancellations made will be subject to our Booking Fee.

If you desire to change your decision, please notify us at least 24 hours prior to the scheduled service. To accomplish this, kindly get in touch with our Customer Service Team. You can choose to either complete the online form or acquire a copy of our cancellation form and send it to us via email at contact@aerialultra.uk. Be assured that we will expeditiously handle your refund within 14 days of receiving your notification. The refund will be processed using the same payment method you utilised, and it is important to note that we do not impose any fees for the refund.

If you suspect any issues with the service provided, it is imperative to reach out to our Customer Service Team. Our representatives will document the services rendered through photographs whenever possible. In the event that you believe the service received was inadequate, kindly contact us with photographic evidence and provide a detailed explanation of your complaint. We will thoroughly investigate your concerns and make every effort to address the situation appropriately. However, if our investigation reveals that our services were carried out diligently and skillfully, you will be responsible for the charges based on our hourly rate. Please refer to our rates for a comprehensive understanding of the potential charges. Additionally, please remember that you have multiple options available to resolve any disputes with us.

Summary of your main legal entitlements

In the event that you have purchased a service, such as the installation of a TV Aerial, the Consumer Rights Act 2015 stipulates the following:

• You have the right to request that the service be repeated or fixed if it was not performed with reasonable care and skill. Alternatively, if the issue cannot be resolved, you are entitled to receive a partial refund.

• If a specific price was not agreed upon beforehand, the amount you are asked to pay must be reasonable and fair

• If a specific time frame was not agreed upon beforehand, the service must be completed within a reasonable period of time.

This could be done for the following reasons:

• To align with modifications in applicable laws and regulatory obligations.

• To implement minor technical enhancements and adjustments, such as addressing a security risk. These modifications do not impact your utilisation of the service.

We may undertake this action in order to:

(a) Address technical issues or implement minor technical modifications.

(b) Revise the service to align with modifications in applicable laws and regulatory obligations.

(c) Implement alterations to the service.

We have the ability to discontinue our service. We will promptly inform you and reimburse any pre-paid amounts for services that will not be rendered.

Should specific circumstances arise, it is within our prerogative to terminate our contractual arrangement with you regarding the service and pursue any rightful compensation that is owed to us. These conditions apply if:

(a) In the event that you fail to make the required payment within the specified timeframe and further neglect to do so within 7 days of our reminder, no payment will have been made to us;

(b) You fail to furnish us with the necessary information, cooperation, or access that we require to deliver the service, such as your accurate contact number, email address, or premises address, within a reasonable timeframe after our request, please be advised that we may not be able to provide the service as intended.

We are accountable for any losses you may incur as a result of our breach of this agreement, except in cases where the loss is:

(a) Unforeseeable: The loss was not anticipated and there were no indications from your side that would have led us to expect it (according to the law, the loss was unforeseeable).

(b) Caused by an uncontrollable delay: Provided that we have taken the necessary measures outlined in the section titled "We're not responsible for delays outside our control."

(c) Preventable: The loss could have been avoided if you had taken reasonable action, including adhering to our reasonable instructions for usage.

(d) Pertaining to business: The loss is associated with your utilisation of a product for the purposes of your trade, business, craft, or profession.

Our Privacy Policy outlines how we utilise any personal information you provide to us.

Our Customer Service Team is committed to resolving any issues you may encounter when contacting us. You can reach our customer service/support team via telephone, online chat, a form on our website or via email at contact@aerialultra.uk.

When submitting your complaint, please provide your full name, address, and a detailed description of the nature of your complaint. It is also important to include reasonable supporting evidence to help us better understand your concern. Rest assured, we will make every effort to respond to your complaint within 14 working days.

The terms and conditions stated herein are subject to the jurisdiction of English law. Regardless of your place of residence, you have the right to file claims against us in the English courts. If you reside in Wales, Scotland, or Northern Ireland, you also have the option to bring claims against us in the courts of your respective country. Conversely, we reserve the right to initiate legal proceedings against you in the courts of your country of residence.

Additional significant conditions are applicable to our agreement.

We will notify you regarding our intentions to proceed with this action. In the event that you are dissatisfied with the transfer, you have the option to reach out to our customer service/support team within a 7-day period from the time we inform you about it. Upon doing so, we will reimburse you for any advance payments made for services that were not rendered.

This contractual agreement is exclusively between you and us (Aerial Ultra). No other party has the authority to enforce it, and neither of us will require any third-party approval to terminate or modify it.

If a court or any other authoritative body determines that certain terms are illegal, the remaining terms will still remain in effect.

We may not pursue you right away for failing to fulfil a certain obligation (such as making a payment) or for engaging in prohibited actions, but it should be understood that we retain the ability to address it at a later time.

The terms and conditions you acknowledge while using our website:

The captivating visuals of the merchandise showcased on our website are solely intended for illustrative purposes. Despite our meticulous endeavours to present the hues with utmost precision, we regretfully cannot assure that the display of colours on a device will impeccably mirror the true essence of the products.

We hold the ownership or the licence for all intellectual property rights on our website, as well as the material published on it. These works are safeguarded by copyright laws and international treaties. We kindly request that all rights pertaining to these works be respected and upheld.

The information presented on our website is intended for general knowledge purposes only. It should not be considered as advice to be solely relied upon. Prior to making any decisions or abstaining from any actions based on the information provided on our website, it is essential to seek professional or specialised guidance. We do not make any claims or guarantees, whether explicit or implicit, regarding the accuracy, comprehensiveness, or timeliness of the content on our website.

The links to other sites and resources found on our website are solely provided for informational purposes. It is important to note that these links should not be misconstrued as an endorsement or approval from us regarding the linked websites or the information you may gather from them. We do not have any authority over the content present on those sites or resources.